Roles and Responsibilities:
1. Build the CSAT function from scratch
- Design the actual workflow: how a complaint comes in, where it gets logged, who
touches it, how it gets closed.
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Set up and own the shared tracker/tool the Support Executives log
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Establish the team's weekly rhythm — stand-ups, complaint reviews, pending-
issue check-ins.
2. Report driver satisfaction metrics weekly to the Founder's Office
- Track and report: complaint volume, resolution time, first-response time, repeat-
complaint rate, and overall satisfaction trend.
- Bring not just numbers but patterns
3. Own relationships with Collections, Tech, and Field Ops
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When complaint themes point to a payment/EMI issue → loop in Collections.
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When it's an app or battery performance issue → loop in Tech.
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When it needs a physical visit or hardware fix → loop in Field Ops.
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This person is the connective tissue between "driver said X" and "the right
internal team is now aware and acting."
4. Act as final escalation owner
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Anything the 2 Support Executives can't resolve in 24 hours lands here.
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Decides whether an issue needs to go further (e.g., to leadership) or can be
closed at this level.
- Personally handles sensitive, high-risk, or VIP-driver situations.
Qualifications & Requirements
1. Experience: 3–6 years in customer experience, customer success, or
operations management. Prior experience setting up a function from scratch (not
just running an existing one) is a strong plus.
2. Skills: Comfortable working with data — should be able to build and read a
simple report without hand-holding. Strong written and verbal communication,
since this person reports directly to the Founder's Office every week.
3. Language: Hindi/Bengali fluency is a strong plus, since most front-line
complaints will come through in these languages and the Manager needs to be
able to spot-check conversations directly.
4. Soft requirements: Process-oriented (this is a build-from-zero role, so structure
matters), comfortable owning a function with high visibility to founders, calm
under pressure when escalations land.